Hi! Ordered replacement pads for my Bowers and Wilkins px7 s2. Global shipping was really fast, was packaged great, pads are awesome and clearly original as promised. Headphones feel like brand new ag... Toon meer
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I was referred to Audio Sanctuary by Stephan Orphanides from A&K. I had an issue with my SP3000T which wouldn’t allow me to download Spotify. I initially spoke to Joe over the phone who invited me to... Toon meer
Bedrijf heeft geantwoord
Really glad I found these guys - I'm always wary of businesses I don't know, and generally do a bit of due diligence (Trustpilot usually being part of that) but the website was so professional, and ob... Toon meer
Bedrijf heeft geantwoord
Visited today and came away with spare parts for my dead Sennheiser HD650 cans - now fully working. A excellent start therefore. I then made a um cough “serious mistake” - for my wallet that is,... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Long-established SW London audio retailer. Est.1985. Specialists in headphones, portable audio electronics, cables, official spare parts. Dedicated showroom, demo facilities, plus global shipping service. Official retail partner for many premium brands, including Sennheiser, Shure, STAX, Astell&Kern, Yamaha, DCA, B&W, Grado, T+A, Focal, HiFiMan, Meze, Audeze and many more. Come visit us!
Contactgegevens
35 High Street, New Malden, KT3 4BY, London, Verenigd Koninkrijk
- +44 (0)208 942 9124
- orders@audiosanctuary.co,uk
- audiosanctuary.co.uk
4,8
Uitstekend
60 reviews
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Good communication and high-quality…
Good communication and high-quality service
1 juni 2024
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hello! Thank you for the 5-star rating and kind words. Very happy to be of service, and we hope to be of assistance again soon. All the best. AS.
Very prompt service.
Ordered headphones Fri morning standard delivery (1st class), got 'em Sat morning despite the state of Royal Mail - looks like Audio Sanctuary don't bunk off early on Friday!
Excellent service.
13 april 2024
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hello, this is great to hear. Very glad Royal Mail managed to get your headphones delivered promptly, and yes, Friday is never a short day here! Thanks for the 5-star rating and kind words. All the best. AS.
Lied, ignored, blackmailed, and then cancelled order.
- Lied that the item was in stock.
- Ignored my emails for weeks when item didn't arrive on time.
- Had to launch a dispute with my CC company, where these people then blackmailed me by demanding that I cancel the dispute, or else they won't send my item, knowing full well that doing so would have left me without any recourse.
- They then cancelled my order when I said I would only cancel the dispute after the item had been received.
Waste of time. Waste of effort. These people will lie, ignore, and blackmail you.
I am confident that had I cancelled my dispute as they demanded, I would have never received the item, nor a refund. Best avoid and get items at more reputable places, thanks.
EDIT: Reply from seller below is hilarious. Omits crucial information such as ignored emails, and the item showing "In Stock" when purchased. Attempts to paint my account of events as fictitious, but then confirms almost every single one of my points :)
Amit Patel, it seems your staff "Matt" et al., need more training.
21 maart 2024
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hello Mr. Ali,
We have been expecting this review. Congratulations on composing an almost completely fictional account of your experience.
Summary:
1. You ordered an item which was clearly listed as out-of-stock.
2. You froze funds before new stock arrived.
3. You refused to release funds to allow your order to be completed.
4. You sent abusive and aggressive emails to our staff.
5. We cancelled and refunded your order.
6. You were unable to find the item elsewhere, so tried to order from us again.
7. We refused to do any further business with you.
8. You posted abusive reviews as retaliation.
For the record, below is a detailed timeline of events, along with the abusive email content sent to our staff:
07/03/24
- Mr Shahzad Ali (SA) placed an order for Replacement HD650 Capsules. This item was clearly listed as “Out Of Stock - Awaiting New Delivery”.
- At the time of the order, this item had been out-of-stock at Sennheiser for some time. We had a large number of back orders awaiting fulfilment.
- An update email was sent, informing SA that we await new stock, and will ship directly when we receive delivery.
19/03/24
- We received an email from SA at 23:21, when we were closed, requesting an update on his order.
20/03/24
- New stock arrived from Sennheiser (a delay of 9 working days). Our staff begin working through all back orders, by date received, informing each customer that stock has arrived, and we will ship directly.
21/03/24
- Before we reach his order, SA initiates a PayPal dispute, stating: “Have not received item. Contacted seller. No response.”
- We contact SA, informing him that we have now received stock, and are ready to ship his order. However we are unable to do so because of his PayPal dispute, which freezes his funds.
- SA responds: “Don't lie to me. I will cancel dispute once it's delivered and only then, which I doubt will be ever. Given your pathetic track record, you will likely tell me more BS and cancel my order.”
- We reply: “Dear Shahzad, We have no reason to lie to anyone. When you placed your order the website clearly stated that we were waiting for more stock to arrive from Sennheiser. We received more stock yesterday and shipped all orders placed before yours yesterday. Today was going to be the day we would have shipped your order, however you decided to put in a PayPal dispute. To be honest we are not happy with your accusation that we have a pathetic track record. We in fact have thousands of happy customers. So yes, I think it best we cancel your order at this end and ask that you purchase elsewhere.”
- We refund the full amount (£61.89), and cancel the order. Case closed.
10/04/24
- Surprisingly, SA emails us again: “Do you actually have this in stock? The last time you kept me waiting for weeks then cancelled my order.”
11/04/24
- We reply: “Dear Shahzad, yes we do have stock, however I have a question for you: Would you wish to do business with someone that comments as badly about you, as you have about us?”
- SA responds: “You lied to me and ignored my questions about my order. Then tried to con me by having me cancel my dispute, knowing very well there would be no other recourse. Then cancelled my order when I called you on it. Every word of that message is true. Which reminds me - I need to leave some appropriate reviews.”
12/04/24
- SA posts abusive 1-star reviews on Trustpilot and Google Business. Because clearly he is the victim in this scenario, and appears to feel that aggressive conduct is entirely appropriate.
We hope the above timeline provides useful context for all readers. We always try to do our best for all customers, but will not, under any circumstances, do business with anyone who exhibits rude or abusive behaviour, either verbally or via email, towards our excellent staff.
Thank you, and wishing you all the best. AS.
Ordered replacement headphone
Ordered replacement headphone
Ear pads pm on the 18/03, received them via first class post the following morning, all fitted and up a running in under 24 hours.
Brilliant
19 maart 2024
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hello, thanks for the kind words and 5-star rating. We do try to ship as quickly as possible, and we're happy to hear your package arrived in good time. Wishing you many more happy hours of listening. All the best. AS.
Good experience with them
The package was sent the same day of order placement, then I have encountered a problem with my order but the staff was available in solving it.
23 november 2023
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hi Paolo, thank you for updating your review. Your order was shipped to you in Italy on 23rd November 2023 - the same day you placed the order - and it was subsequently returned to us as "NOT COLLECTED". We have your package here, and have been emailing you to ask if you would like it sent out again. As discussed, we will resend with extra tracking, at no charge to you, and hope it arrives this time. All the best, and thanks. AS.
Top Notch Service
We had recently purchased a Stax SRM unit that developed a short, causing a fuse to blow due to an incorrect cable being used.
(This was a genuine error on our part and no fault of Audio Sanctuary)
Having contacted Audio Sanctuary by phone, their team were extremely professional, helpful and knowledgeable in diagnosing the problem and arranging for the device to be returned for repair.
Excellent service like this is rare these days and we cannot thank them enough.
25 januari 2024
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hello David, very glad to hear that everything was resolved. Thank you for the kind words and 5-star rating, and we wish you many hours of happy enjoyment with your STAX system. All the best. AS.
Paid for courier, sent via Royal Mail
EDIT: Audio Sanctuary did contact me next day to check the item had arrived and explained a courier issue meant a potential delay so they changed the Special Delivery guaranteed 1pm. This was also honoured and they did offer to refund difference in cost. I've upped my review as actually that was very good service to call personally and check the item arrived and completely changed my opinion. I guess my only recommendation for improvement would be just to add a note/send an email informing of the change when it is shipped.
Ordered a new cable from Audio Sanctuary and need it before a trip I'm about to make.
Our area has significant issues with Royal Mail currently so I paid extra to have it shipped via a UK courier.
Unfortunately despite paying the extra, they've shipped via Royal Mail Special Delivery instead. Hopefully it will still arrive next day, but there is little guarantee with Royal Mail in my location, and they still charged me for the more expensive delivery option then used a cheaper option even if it does arrive as stated.
On the positive they did have the item, and were the only place, and price wasn't extortionate but why offer different tiers of delivery, charge people for it but use another option?
23 januari 2024
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hello Chris, thank you for the five-star rating. Yes indeed, you ordered at 9.47 on Tuesday 23rd Jan, and took delivery of the cable at 12:49 on Wednesday 24th Jan.
We were informed of delays with couriers to your location, and so opted to send your item via Special Delivery Guaranteed instead (80p less than a courier in this case, which we offered to refund). We are glad everything worked out for your trip.
Just to note that it does state on our Delivery Information page (under Delivery Method) that we reserve the right to amend delivery service if circumstances require, as it did in your case. You can also communicate details about your local situation when you order, via the comments section, so do let us know in future if you would prefer us not to amend delivery service.
Hope that helps, and hope to be of service again soon. All the best. AS.
Amazing service for a new customer.
Extremely happy with the online store. Ordered two official Sennheiser replacement parts for Momentum 2.0 headphones. These guys were the only store online who stock them! And they also provided instructions on removing the plastic ring around the pads before applying them to the headphones.
Amazing service. Looking forward to buying more audio equipment from Audio Sanctuary! Cheers :)
17 januari 2024
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hello Onkar, thank you for the nice review and 5-star rating. We are very happy to assist, and are glad your new parts arrived safely. Hope your headphones give you many more hours of listening enjoyment. All the best. AS.
Excellent product
Excellent product, price and outstanding staff and delivery time. Thank you.
14 december 2023
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hello Keith. Thank you very much for the 5-star rating and kind review. Very happy to be of service, and glad everything was to your satisfaction. All the best. AS.
Super Efficient Online Service
Super Efficient - Fast Delivery - 100% Recommended - Thank You.
30 november 2023
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hello, thank you for the 5-star rating and nice review. Very happy to be of service, and hope to be able to assist again in the future. All the best. AS.
Best service
Best service, very nice staff, got a replacement for a broken cable without any hesitation!
24 november 2023
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hello Anton, thank you for the 5-star rating and positive feedback. Happy to hear we got it right for you. Hope to be of service again soon. All the best. AS.
Cheers!
Was looking for a pair of headphones. AS had them in stock at £100 less than any competitor I could find. After a quick email to ensure it wasn't a pre-owned set (because if a thing's too good to be true, it usually is) and a prompt response, I placed an order at 13:46. Dispatched same day and arrived within 24 hours. Class. Cheers folks!
10 november 2023
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hello Martin, thanks for the 5-star rating and kind words. Yes, we were running a special offer on several models of Focal headphones, so you purchased at the right time. Hope to be of service to you again soon. All the best. AS.
Excellent service
Ordered a seemingly hard to source Sennheiser part for my headphones, and it was with me within 48 hours.
I was kept up to date with the processing and dispatch of my order.
Postage charges are incredibly reasonable too considering my item was sent 1st class.
Have no hesitation in recommending this company and will certainly be using them again in the future.
1 november 2023
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hi Adam, thanks very much for the 5-star rating and kind words. Great to hear your order arrived in good time, and we hope to be of service again in future. All the best. AS.
Query delivery charges and get order cancelled
Website listed an Atlas cable at a very good price. Rang shop and was advised just to order it specifying plug types required. Asked for confirmation of made to order lead-times. Back came the message that the price is wrong, but we will honour it,but your plug is an extra £45 and we will update the website so that you can order it in 30 mins. They rang me to say that I could now order it, but the plug now cost £52. I just went to order it , with a free delivery offer and spotted a tag line saying that I should use a £10 courier delivery if I wanted insurance. I rang up to query how could "free delivery" be done if there was implied no insurance forcing me to add £10 courier charge. First staff member said that they would use "appropriate delivery method". Too vague for a £500 cable. I was transferred to another staff member. He was incensed that I was querying a £10 charge when the cable price was low. I was told not to order the cable and the phone was put down on me. (owner says that this person is an "angel").I decided that I would accept the £10 charge and ordered the cable. Charge went through but I later received an email saying that my order had been cancelled. I followed this up with a call to the owner who said that they only wanted customers who they had a good relationship with! Their contractual terms said that they only cancelled orders where the product was not available. As of 2 days later I am still awaiting for a refund. I buy many items of hi-fi from several retailers and this is my first experience of such behaviour. Staff should have advised me that UK consumer law meant that the seller was liable for loss of the item until delivered. Staff training needed at this shop!
4 september 2023
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hello Mr Rietz, thanks for taking the time to write this review. Allow us to add some context and an alternative viewpoint. Here are the facts:
1. We had listed a high-quality Atlas cable at an incorrect legacy price. This was our mistake.
2. We agreed to honour our listed price, which would have saved you almost £200 from the current correct price. We were under no obligation to do so. We were fully within our rights to simply remove the listing from our website.
3. Further, you required BNC - BNC connections, which were a special order option, adding £43.33 + VAT to the cable, an additional £52 in total.
4. We updated our website within 20 mins to allow you to place the order with the BNC connections.
5. The total order amount would have qualified for Free UK Delivery, however the option was available to upgrade shipping to a Tracked & Signed service, or a Special Delivery service if you so wished, perhaps if the order was time-sensitive, or required additional insurance for your peace of mind. This option is available to all customers.
6. For a cable of this value, we would have shipped via a Tracked service anyway, at no additional charge to you. You were informed of this by our staff. This was apparently not acceptable to you, and you required further assurances.
7. Upon calling us, you repeatedly asked to speak to management, regardless of the staff member who assisted you, implying that you did not trust their explanation, or you were being ripped off - despite saving almost £200 on the current list price of the cable.
8. After going through three staff members, we decided to withdraw from the transaction, advised you NOT to place the order with us, and suggested you source the cable elsewhere.
9. Of course this was not possible at the same price, and so you placed the order with us anyway.
10. We cancelled the order, and refunded you in full.
We would like to point out that we tried to do the honourable thing in supplying the cable at the incorrect legacy price. However your repeated demands to speak to management left us feeling that we were unable to satisfy you, no matter what, and it was best we withdraw from the transaction.
We hope this exchange provides useful insight to our customers, because we always try to do the right thing. We would not have been in business for so long otherwise. All the best, and thanks. AS.
Swift and very helpful service.
I was looking for ear pads for Sennheiser headphones, which were shown as out of stock on Sennheiser's website. On contacting Audio Sanctuary Matt explained that they did not have the exact ear pads in stock, but those from another model would fit my headphones. When I wondered about my competence to fit them, he said that Audio Sanctuary would do so if I paid the postage. The first set proved successful, so I sent two further sets. These were turned round within one working day. Matt kept me informed throughout; good service indeed.
31 augustus 2023
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hello, thank you very much for the 5-star rating and nice review. We are glad we managed to assist, and that you are happy with the service. Hope to be in a position to help again in the future. All the best, and thanks. AS.
Very happy with the level of service…
Very happy with the level of service from Audiosanctuary. Ordered Atlas AES cables and Grun cables. I had a few question and Matt was only too happy to assist. Will most definitely use again.
14 augustus 2023
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hello Jonathan, thanks for the 5-star rating and kind review. Always happy to answer questions and find the best solution. I'm glad you found what you were looking for. All the best, and thanks. AS.
Great customer service and super-quick delivery!
Ordered a 2.5m extension cable for my Stax SR-3100 system on the evening of Monday 7th August. When I received a confirmation email a short while later, I realised that the cable was going to be sent to my old address. I moved a few months ago and had forgot to update my shipping address.
I called the next morning Tuesday 8th at 09:30, and spoke to Lee, who assured me it hadn't been shipped just yet, and who advised me to email him with the correct address.
Almost unbelievably (Audio Sanctuary are in London and I'm in Glasgow) I received it today Wednesday 9th at 1pm!!
We are often quick to point out bad service - and rightly so - but we should also highlight good service.
Thanks to Lee and the team at Audio Sanctuary for great customer service and super-quick delivery.
9 augustus 2023
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hi Jeff, many thanks for the 5-star rating and nice review. Very glad to hear we managed to amend the order and get it shipped out in good time. Hope to be of service to you again soon. All the best, and thanks. AS.
Sennheiser HD4.50BTNC earpads
I ordered a set of replacement ear pads for Sennheiser 4.50BTNC headphones yesterday morning. They arrived this morning, very pleasantly surprised came so quickly as I only paid for standard delivery so was expecting them at some point next week. A small part of me was wondering if they would be genuine ear pads but I shouldn’t have worried, they are in original packaging and very much the real deal. Overall can’t fault the process and the cost was very much in line with ordering from Sennheiser (who were out of stock). I’d certainly order from Audiosanctuary again.
4 augustus 2023
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hi Michael, thank you for the 5-star rating and kind review. We are very happy to help with getting your Sennheiser 4.50BT back up to spec. We only supply official parts, and our delivery partners are usually very reliable. Glad it all worked out for you, and hope to assist you again soon. All the best. AS.
Sennheiser Replacement Velour…
Ordered Sennheiser Replacement Velour Earpads + Inner Foam Discs for HD545 / HD565 / HD580 / HD600 / HD650 / HD660. These are official Sennheiser and they clipped in perfectly to my HD650 headphones, fast delivery, well packaged, good price and excellent delivery charge, very happy, thank you.
4 april 2023
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hi TAB, many thanks for the 5-star rating and kind review. Yes, we only supply official replacement parts, and we're glad your HD650 are back in great condition again. Hope to help you again in the future. All the best. AS.
I received the wrong item and feel…
I received the wrong item and feel completely ripped off. What I ordered does not look anything like the picture, it was a specific foam replacement for Sennheiser headphones, and what I got was crap. Do not order from this business unless you see the product.
15 juni 2023
Review zonder uitnodiging
Antwoord van Audio Sanctuary
Hello Anna, we are sorry to hear about this. However we only sell official Sennheiser products. You ordered pads & inner discs for the legacy HD430 headphones, which we supplied exactly. If you feel the item is incorrect, or not what you need, please contact us and we will see what we can do. Look forward to hearing from you soon. All the best. AS.
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